Deskpro vs ManageEngine ServiceDesk Plus comparison

Deskpro offers a comprehensive platform for efficient customer service management, supporting businesses with ticketing, live chat, and self-service features to streamline communication workflows.

Designed to cater to intricate requirements, Deskpro provides tools that enhance customer interactions and internal support operations. It integrates with other systems, offering a unified customer service portal. Suitable for enterprises seeking to optimize their support infrastructure, Deskpro adapts to complex environments, ensuring seamless communication. It offers customizable ticketing workflows and in-depth reporting, making it a valuable asset for businesses aiming to elevate their support.

• Ticket Management: Streamlines customer queries through an organized ticketing system.
• Live Chat: Provides real-time communication with customers for immediate assistance.
• Integration Support: Connects seamlessly with existing systems for cohesive operations.
• Self-Service Portal: Empowers customers to find solutions independently through a comprehensive knowledge base.
• Reporting Tools: Offers advanced analytics to monitor performance and optimize support strategies.

• Improved Efficiency: Reduces response times with streamlined processes.
• Customer Satisfaction: Enhances user experience through effective interactions.
• Cost Reduction: Lowers operational costs with scalable support solutions.
• Enhanced Collaboration: Promotes teamwork with shared access to customer information.

In industries like healthcare and finance, Deskpro is implemented to manage sensitive customer information securely while maintaining regulatory compliance. In retail, it's used to handle customer inquiries across multiple channels, ensuring a consistent and responsive support experience.

ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

ManageEngine ServiceDesk Plus Features and Benefits

MSP has a wide variety of features to help you optimize your help desk management:

• Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.

• Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.

• Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.

• Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.

• Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.
  
  
• Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.

• Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.

• Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.

• Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 

• Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.

• Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

Reviews from Real Users

MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.